Summary
Overview
Work History
Education
Skills
Accomplishments
Employmentobjective
Other Information
Timeline
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Veena Sudheer

Keysborough,VIC

Summary

Seeking a challenging position where I can leverage my 13 years of experience in customer service along with my acquired administrative skills in this field.

Overview

20
20
years of professional experience

Work History

Incident Manager

Mercer Australia Pty Ltd
07.2022 - Current
  • Conduct investigations to determine the factors contributing to incidents and recommend rectification measures
  • Identify and agree on rectification activities, driving them through to implementation
  • Manage and resolve all cases within agreed service standards, including the preparation of formal response letters to members
  • Act as a liaison between Legal Counsel, Client Services, and Trustees on all ongoing cases
  • Identify areas of operational risk across Mercer Financial Services based on the nature of incidents received
  • Recommend process and system improvements to mitigate the risk of recurrence
  • Understand operational risk areas across Financial Services to assist with targeted implementation of quality and continuous improvement initiatives
  • Provide insightful reporting to Trustees in accordance with service agreements
  • Meet with internal stakeholders and Trustees to provide regular updates on the status of rectification activities and preventative measures
  • Prepare quarterly dashboard reports and insightful analyses to enable period-on-period comparisons of operational risk and assist in the targeted implementation of quality and continuous improvement initiatives

Senior Plan Administration Analyst

Mercer Australia Pty Ltd
10.2021 - 07.2022
  • Managed Defined Benefit and Accumulation member accounts
  • Responded to member and financial advisor inquiries regarding client accounts
  • Reviewed and processed all escalation inquiries from members, employers, or financial advisors
  • Liaised with the Complaints team to assist with inquiries related to complaints registered under RG 271
  • Supported the helpline resolution team with complaint handling
  • Identified and investigated errors or omissions, reporting them as incidents
  • Assisted the Incident Management team in investigating root causes and preparing preventive measures
  • Communicated with onshore and offshore processing teams regarding steps to prevent incidents
  • Conducted training and feedback sessions to ensure errors are not repeated
  • Rectified member records as necessary due to incidents
  • Assisted the processing team with daily workflow
  • Trained new team members on products and processes
  • Peer-reviewed payments processed by colleagues
  • Managed Data Integrity for fund members to ensure accurate records
  • Assisted the helpline with escalated queries from members, employers, or third parties
  • Supported the team leader with various duties, including planning and verifying daily status
  • Set up new employer accounts for registration
  • Communicated with Payroll for participating employers to ensure employee details are up to date
  • Processed and peer-reviewed payments
  • Liaised with the Trustee office on escalated inquiries within the fund

Plan Administration Analyst

Mercer Australia Pty Ltd
08.2016 - 10.2021
  • Managed Defined Benefit member accounts
  • Updated and managed member records for the Superannuation fund
  • Processed Defined Benefit payments
  • Peer-reviewed payments processed by colleagues
  • Trained onshore and offshore team members on various processes
  • Managed Data Integrity for fund members to ensure accurate records
  • Monitored the Administration inbox to ensure all emails are scanned into daily workflow and all inquiries are answered
  • Assisted the team with daily workload and escalated inquiries
  • Identified issues caused by errors or omissions and raised incident reports as necessary
  • Investigated and resolved member, employer, or third-party inquiries received via email or phone

Customer Care Consultant

Mercer Australia Pty Ltd
01.2014 - 08.2016
  • Answered escalated calls from members, employers, and financial advisors
  • Provided a single point of contact for escalated queries, working through cases until resolution
  • Conducted face-to-face meetings with members, employers, and financial advisors to assist with applications and form completion
  • Provided generic product-related information or advice as needed
  • Assisted members with cheque drop-offs and identification certification

Helpline Consultant

Mercer Australia Pty Ltd
11.2010 - 01.2014
  • Answered calls from members, employers, and financial advisors regarding super accounts
  • Educated members about the benefits of superannuation
  • Responded to inquiries related to benefit design, insurance benefits, investment choices, and procedures for switching options
  • Assisted members with benefit payment requirements and procedures
  • Provided information on superannuation taxation and legislation requirements
  • Helped members initiate claims related to death, TPD benefits, or income protection
  • Assisted members in accessing their super accounts online
  • Updated and managed member accounts, recording all calls for future reference

Customer Service Consultant

Super Partners
06.2007 - 06.2008
  • Answered calls from members, employers, and financial advisors regarding super accounts
  • Explained the benefits of superannuation to members
  • Responded to inquiries about insurance benefits and investment choices
  • Followed up on unresolved issues and reported them to the relevant department
  • Assisted financial advisors with questions regarding their clients' accounts
  • Created new potential employer accounts
  • Reset passwords for online access to members' superannuation accounts
  • Updated and maintained the database
  • Recorded calls for future reference and managed company records

Sales Consultant

Victoria Electricity
02.2007 - 06.2007
  • Made outbound calls to customers to sell Victoria Electricity products
  • Explained products to customers and registered them over the phone if they were willing to join
  • Met sales targets while respecting customers' decisions

Legal Assistant/Junior Lawyer

Civil Law in India
07.2006 - 12.2006
  • Organized cases by establishing files, calendars, and document preparation
  • Prepared responses to opposing counsel and generated status reports
  • Maintained contact with clients and opposing counsel
  • Managed cases by preparing summaries, exhibits, and related correspondence
  • Researched files and records for background information
  • Reviewed legal documents to ensure compliance with laws and regulations
  • Maintained the senior lawyer’s calendar, scheduling appointments
  • Served as a liaison between the lawyer and external parties
  • Appeared as a commissioner in land dispute cases

Legal Assistant/Intern Lawyer

Civil Law in India
08.2004 - 03.2005
  • Researched files and records for background information
  • Reviewed legal documents for completeness and compliance with laws and regulations
  • Updated law books, manuals, and administrative procedures

Education

Certificate III - Financial Services

Wesley Education Trust

Certificate II - Customer Contact

Certificate III - Business Administration (Part III Medical Reception and Terminology)

Wesley Education Trust
06.2007

Bachelor of Law -

01.2005

Skills

  • Customer Service
  • Communication Skills
  • Verbal Communication
  • Written Communication
  • Organization
  • Efficiency
  • Multitasking
  • Planning
  • Supervision
  • Effective communication
  • Team engagement
  • Interpersonal and written communication
  • Incident management
  • Root-cause analysis
  • Escalation management
  • Remediation planning
  • Incident review
  • Resolution team engagement
  • Incident priority assessment
  • Post incident reviews
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Excellent communication
  • Reliability
  • Organizational skills
  • Team collaboration
  • Active listening
  • Adaptability and flexibility
  • Decision-making
  • Relationship building
  • Team building
  • Task prioritization
  • Interpersonal skills
  • Professionalism
  • Interpersonal communication
  • Strategic planning
  • Time management abilities
  • Continuous improvement
  • Written communication
  • Quality assurance
  • Data analysis
  • Requirements analysis

Accomplishments

Represented Mercer at the Aus Contact Association Awards in 2016 and received a state-level award for Best Consultant (first runner-up). This is my greatest achievement, as it provided an opportunity to represent my company.

Employmentobjective

Seeking a challenging position where I can leverage my 13 years of experience in customer service along with my acquired administrative skills in this field.

Other Information

I am a hard worker with a lot of patience who easily gets along with others. I am a good team player and a quick learner, adapting to changes efficiently.

Timeline

Incident Manager

Mercer Australia Pty Ltd
07.2022 - Current

Senior Plan Administration Analyst

Mercer Australia Pty Ltd
10.2021 - 07.2022

Plan Administration Analyst

Mercer Australia Pty Ltd
08.2016 - 10.2021

Customer Care Consultant

Mercer Australia Pty Ltd
01.2014 - 08.2016

Helpline Consultant

Mercer Australia Pty Ltd
11.2010 - 01.2014

Customer Service Consultant

Super Partners
06.2007 - 06.2008

Sales Consultant

Victoria Electricity
02.2007 - 06.2007

Legal Assistant/Junior Lawyer

Civil Law in India
07.2006 - 12.2006

Legal Assistant/Intern Lawyer

Civil Law in India
08.2004 - 03.2005

Certificate III - Financial Services

Wesley Education Trust

Certificate II - Customer Contact

Certificate III - Business Administration (Part III Medical Reception and Terminology)

Wesley Education Trust

Bachelor of Law -

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Veena Sudheer